Failure notification for Microsoft Exchange Connector Issues
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
We would like Zendesk to introduce proactive alerts and health monitoring for the Microsoft Exchange Connector when it is unable to retrieve emails from a connected support mailbox. This primarily affects Zendesk Administrators and support agents, but can also impact customers whose emails may not be converted into Zendesk tickets.
What problem do you see this solving? (1-2 sentences)
This would allow administrators to identify Exchange Connector failures quickly rather than relying on support teams to notice that emails are missing from Zendesk. It would reduce the risk of customer requests going unnoticed or experiencing delayed responses.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
On 5 August, one of our Exchange-connected support addresses stopped converting emails into Zendesk tickets for approx 4 hours due to Microsoft Graph API connectivity errors. We only identified the issue because the affected support team was also monitoring the underlying mailbox in Outlook and noticed emails were arriving there but not appearing in Zendesk. This type of incident is not frequent; however, we manage multiple brands and some teams rely entirely on Zendesk without monitoring their underlying support mailbox. Without proactive alerting, a similar issue could remain undetected and result in delayed responses to customers.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Our current workaround is to periodically monitor the underlying Exchange support mailboxes and compare activity with Zendesk. However, requiring every support team to monitor both Outlook and Zendesk introduces an unnecessary manual process and is not an ideal long-term control.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Zendesk should proactively notify designated administrators when an Exchange Connector becomes unhealthy, encounters repeated API/connectivity errors, or has not successfully retrieved emails for a defined period. Ideally, Zendesk would also provide a centralized connector health view showing the last successful email retrieval, current connection status, and recent errors for each Exchange-connected support address.